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Consumer Services Associate- Spanish Bilingual - (LT16909) Job Requisition ID: LT16909 Job Title: Consumer Services Associate- Spanish Bilingual Job Type: Permanent Location: St. Louis, MO Job Description: Brown Shoe Company is currently accepting applications for Full Time Consumer Services Associates. The consumer services department handles customer calls and operates 7 days a week. The hours of operation are M-F 7am-7pm and Sat. and Sun. 10am-6:30pm. The anticipated start date for hires will be July 8, 2013 and interviews will be held during the first two weeks of June. Training will be 4 weeks long and will be 40 hours a week Mon-Fri 8:00-4:30. Associates must be available and present for all days of training. Position Accountabilities * Assures effective and efficient handling of consumer calls while meeting key performance indicators. * Assures the accuracy of product knowledge and procedures to handle customer inquiries. * Assures the growth of customer retention by providing positive and professional interactions.Profile Accountabilities * Assures functional and organizational goals are met by: * Consistently following approved processes * Proactively developing internal business relationships * Demonstrating creativity by generating ideas * Replicating successful practices. * Assures a collaborative environment that fosters and values partnerships, diversity, and trust by:Demonstrating a passion for meeting customer needs and exceeding customer expectations. * Exhibiting selflessness by helping others * Actively seeking the ideas of others and valuing differing perspectives * Building trust by communicating honestly, directly, and candidly. * Assures functional and organizational goals are met by: * Consistently following approved processes. * Proactively developing internal business relationships. * Demonstrating creativity by generating ideas. * Replicating successful practices. * Assures a collaborative environment that fosters and values partnerships, diversity, and trust by: * Demonstrating a passion for meeting customer needs and exceeding customer expectations. * Exhibiting selflessness by helping others. * Actively seeking the ideas of others and valuing differing perspectives. * Building trust by communicating honestly, directly, and candidly.Position Essential FunctionsHandles all inbound sales, order inquiries and store situations in a professional manner. * Researches and resolves a wide variety of customer questions/issues. * Offers alternatives and options to satisfy customer concerns. * Provides store/dealer locations to inquiring consumers for Brown Shoe retailers. * Handle consumer questions regarding product specifications. * Maintains knowledge of fashion trends and ability to communicate fashion trends to consumer. * Communicates website and in-store promotions/policies in articulate manner. * Handles multiple tasks (i.e. talking with customers while accessing information and/or input in computer).Adapts to the needs of individual caller (i.e. dissatisfied, first-time users, etc). * Provides customers timely and accurate information reflecting a positive and customer oriented image of the organization. * Pleasant and professional telephone etiquette while speaking with external and internal customers. * Processes customer requests and where applicable, processes credits/adjustments to customer accounts. * Consistently meets expectations on all key performance indicators (KPI). * Creates clear, concise and detailed documentation of all customer interactions in our incident tracking database. * Recognize, document, and alert supervisor of trends in customer calls. * Performing and completing tasks and projects as assigned.Position Specifications * High School Diploma * Receive inbound telephone calls in a call center environment * Must be able to work a flexible schedule including day and/or evening hours * Ability to speak, read and type fluent Spanish and English language. Job Experience: * Some Customer Service and/or Retail experience. Retail call center experience preferred. Computer Experience: * Required: PC/window/internet/data entry/typing. * Ability to navigate internet and our internal computer system to look up customer information and policies
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